Customer service can be tricky, especially when it comes to the words we use with our customers. It’s so easy for customers to misunderstand our meaning and turn what we intended to be a positive customer experience into a bad one. These gaffes are so common; you may not even realize how it makes you come across to others. Here is a list of the 7 most widespread slips of the tongue that customer service workers make…and what you should say instead.
‘I’m surprised you haven’t heard of our product.’
Why it’s wrong – It doesn’t sound like it should be wrong, but think about it a minute…you’ve just implied that your customer is ignorant. In addition, this phrase makes you sound condescending and arrogant which isn’t going to win anyone over.
Say it better – ‘Since you said you are not familiar with our product I’ll take a couple minutes to describe it to you and answer any questions you have.’
‘That’s not my job.’
Why it’s wrong – You just shut this customer down. Not only did you not address the customer’s issue yourself, but you haven’t directed them to someone who can help them.
Say it better – ‘I know just the person who can help you with that! Let me introduce you to him/her.’
‘You’re the first person who has complained about our service.’
Why it’s wrong – You’re implying that the customer is being unreasonable and that your company is perfect and incapable of making a mistake.
Say it better – ‘Thank you so much for bringing this to my attention. Here’s what I can do to help.’
‘Tell me your name again, and what the problem is.’
Why it’s wrong – You may as well just tell this customer you haven’t bothered to listen to anything they have said up to this point. This phrase is a great way to send a customer from irritated to infuriated.
Say it better – ‘Ms. Jones, let me make sure I understand the issue you’re having.’ Then paraphrase your customer’s concern.
‘Our returns department is on the 3rd floor at the back of the store.’
Why it’s wrong – It is easy for people to get confused about directions. They are already frustrated. Take this opportunity to make them feel pampered, even when they are returning merchandise. They will appreciate your extra effort.
Say it better – ‘Let me tell my manager I’m going to take you to the customer service department where they can help you with this return.’
‘I barely got here today, my car broke down and I have a bad headache.’
Why it’s wrong – Customer’s don’t want to hear about your problems because they are counting on you to solve their problems.
Say it better – ‘Good morning! How can I help you today?’ There is no need to tell them about your morning drama. Leave it at the door. Everyone has things that go wrong in their life, if you really choose to wallow in your troubles… do it after work.
‘That’s against our policy.’
Why it’s wrong – Customer’s don’t want to hit a brick wall. They want someone who can come up with a solution to their problems. Tell them what you can do rather than what you can’t.
Say it better – With a smile ‘Here are the options that I can offer you’.